Sales Case Manager

Direct Business Case Manager

Join a team that's transforming how customers experience life insurance. The Direct Business Case Manager oversees life insurance applications from start to finish across online and direct-to-consumer channels. This role ensures each case is processed accurately and efficiently—from submission through approval and activation—while supporting a strong customer experience.

Acting as both a case manager and licensed resource, you help keep applications on track, collaborate across teams to reduce delays, and identify opportunities to better meet customer needs and support business growth.

Responsibilities

Own the full lifecycle of Direct to Consumer (D2C) life insurance applications—from submission through underwriting, policy issue, and activation. Ensure policies are processed accurately, compliantly, and within established SLAs.

Act as the internal case expert by:

• Reviewing and validating new applications
• Coordinating underwriting requirements and follow-ups
• Managing policy issuance and placement
• Supporting reinstatements and resolving billing or banking issues
• Ensuring timely progression and resolution of all cases across D2C channels.

Communicate underwriting decisions clearly and professionally to customers via phone and email. Explain outcomes, re-rates, and alternatives, while guiding customers toward appropriate solutions aligned with compliance and suitability standards.

Maintain strong knowledge of life insurance products, underwriting considerations, and available riders.

Effectively communicate product options and recommendations to customers and internal stakeholders.

Monitor and manage pipelines to meet productivity, accuracy, and cycle-time goals by:

• Tracking inbound submissions and case statuses
• Identifying and resolving bottlenecks
• Escalating issues across underwriting, IT, and operations as needed
• Investigating and resolving customer concerns, ensuring accuracy and completeness of application data.
• Maintaining proper documentation of all interactions, statuses and follow-ups, disclosures, and case details within CRM systems.
• Driving operational efficiency and consistent SLA adherence.

Support revenue growth and placement by:

• Providing revised quotes and alternative solutions
• Executing cross-sell and upsell strategies (coverage, riders, conversions)
• Proactively engaging with potential clients during the process.

Partner with underwriting, compliance, IT, policy issue, and call center teams to resolve case issues and ensure seamless processing.

Address system errors, missing requirements, and integration challenges proactively.

Support updates to workflows, procedures, and documentation to ensure alignment with regulatory, legal, and operational standards.

Assist in onboarding and training team members on workflows, systems, and best practices.

Promote consistency and quality through ongoing feedback and collaboration.

Participate in team meetings, pipeline reviews, and required training programs.

Stay current on underwriting practices, compliance requirements, and system updates.

Perform other responsibilities as assigned to support D2C operations and business objectives.

Qualifications

What You Bring

Education

• High school diploma or equivalent required
• Must obtain Life & Health Producer License within 30 days

Experience

• Minimum 3 years in case management, insurance operations, or equivalent customer-facing role
• Technical aptitude with experience in multi-platform operations
• Sales experience preferred
• Working knowledge of underwriting, medical terminology, or insurance preferred

Skills

• Strong communication, negotiation, and relationship-management skills
• Salesforce or other CRM proficiency
• Microsoft Office
• Ability to manage high-volume, fast-paced workflows
• Strong multitasking and prioritization abilities
• Ability to work collaboratively

The expected hiring compensation range for this position is $55,200 - $65,000 annually. This is a hybrid opportunity working from 8:30 AM to 5PM EST.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.